Casinoin - Player’s withdrawal delayed due to document issues.

I have registered to the casino on 16/06/24, I made the following deposits on 14/07 total 500 eur.

100 – Credits card

150 – Credit Card

150 – Credit Card

100 – Skrill

I have not received any bonus and my balance resulted to 696.5 eur. I requested a withdrawal and the casino requested me the following documents

-ID

-Skrill print screens and transaction details

-Credit card photo

-Credit card Statement

-Selfie with ID and Credit card in my hand.

Subsequently, they asked for an additional credit card statement, which should contain the deposits made on the card. I replied that this was only a credit card and not a bank account, and I forwarded them an email from my credit card provider that this information was unavailable. Following that, I'm still waiting for a response from them, but nothing has changed. 

Please i need your help on that issue...

Dear filtras,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?
• Have you provided all the other personal documents to verify your identity?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hello , I have provided all requested document (ID,Skrill print screens and transaction details,Credit card photo,Credit card Statement and Selfie with ID and Credit card in my hand) . After that they asked for credit card statement with deposit transaction included but I explained them that is not available since is a credit card, I send the also the mail from my card provider that is not available

Thank you very much, filtras, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

hello, is there any update on my case? The casino requested me to provide a revolut statement of July on 6 of August and I provided it the same day. Since then I have not received any update. The verification process has started since 19 July , today it 14 of August , it’s really unacceptable…

Hello, filtras,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casinoin team,

Could you please explain the player's situation in more detail? What needs to be done on the user's side to complete the KYC and/or withdraw disputed winnings?

If he is not able to provide the requested document or his payment method provider does not provide such documents, what is your suggestion for situation resolution?

On 6th of August the casino requested a Revolut statement , which I provide it the same day . Since then in send daily messages and they say that is under review

Attached the print screens

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello,

We have provided a more detailed overview of the situation to the following email (branislav.b@casino.guru).

Kindly get back to us once you have reviewed it.

Thank you.

The casino requested again the card statement on 21st of August , despite the fact that I have provide it on 1st of August. Guys please, I need to understand with is happening with my account. I need a clear clarification from the casino, it’s is disappointing to receive this reply from the casino despite the fact I have provide every document requested.

Greetings all,

I am sorry for the delay.

Dear filtras,

If you played in a prohibited way or breached other rules, it does not matter that you provided all the requested documents. Since there is still an ongoing investigation on the casino's side and it does not depend only on the casino itself, let's provide the casino with some time to gather relevant data and wait for its response and further details.

Thank you for your patience and understanding.

Dear Casinoin Team,

Thank you for your email and the update. I replied to it a while ago.

Feel free to let us know once you have any news or updates.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

dear casino guru and casinoin can I have a update on this? I have provided the last document request by the casino on 21 August and a contacting daily and a receiving the same response "Please kindly note, that according to our Terms and Conditions the verification process may take more than 30 days in rare cases." I have deposit 500 euro and my balance is 700. I need my funds , it is unacceptable that is happening right now. I have made 7 bets on total and I have been waiting since 14th of July which is the date that verification started….

Dear filtras,

I am sorry for the delay. I received another email from the casino with further details and the results of their investigation.

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe you were engaging in a prohibited activity in a specific Live Casino game, in cooperation with another user/account. The casino acted in accordance with the terms and conditions you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. You can find more about their complaint process HERE and general information regarding complaint processes HERE.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you, Casinoin Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the email with additional details received from the complainant and going through the case once again, we decided to reopen it.

Dear Casinoin Team,

While going through the previously provided information and details, I noticed some details that I would like to re-check.

Can you please look at my email regarding the case and provide me with the requested information?

Thank you.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.